Associate Process Manager – End User Support Group

Personiv; Manila, Hinoba-an; Hybrid; PHP 700,000 - 1,400,000; Full time

Job summary

Personiv is seeking an Associate Process Manager – Technology Services in Manila to lead end-user IT operations for on-site and remote users. The role focuses on delivering high-quality services, driving digital workplace initiatives, and ensuring SLAs are met across client accounts.

The candidate will guide a multi-site team, manage vendor relationships, and push continuous improvement while aligning with global IT leaders on tools and processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• 8–10 years IT experience with at least 2 years in leadership managing large end-user IT ops.
• Experience running 24x7 IT operations across multiple delivery sites.
• Strong ITIL knowledge, endpoint management and ITSM platforms (ServiceNow).
• Familiar with hybrid work setups and remote support environments.

Responsibilities

• Lead and manage end-user technology support operations in Manila, including on-site and WFH.
• Define and govern End User Support strategy aligned to goals and SLAs.
• Oversee Service Desk, Desktop Support, and cross-geography teams.
• Ensure 24x7 IT support availability and incident, request, escalation handling.
• Coordinate upgrades, migrations, and infrastructure changes with minimal disruption.

Skills

Leadership

Stakeholder mgmt

Communication

Problem solving

ITIL

Hybrid work

IT operations

Global clients

Budgeting

Strategic planning

Education

Bachelor’s degree in Information Technology, Computer Science, or related discipline

Tools

ServiceNow

Jira

Intune

SCCM

Job description

JOB DESCRIPTION

TITLE: Associate Process Manager – Technology Services

RANK: Associate Process Manager

Reporting to: Associate Program Manager – Technology Services

Duties and Responsibilities:

The Associate Process Manager – End User Support Group will lead and manage end-user technology support operations in the Manila – Philippines location. This role is responsible for ensuring consistent, high-quality IT service delivery to internal employees and client accounts, supporting both on-site and work-from-home environments.

The ideal candidate will bring operational excellence, and a customer-centric approach to managing a large-scale, 24x7 support operation within a BPO or technology services environment.

Strategic Leadership

• Execute the IT End User Support strategy aligned with business and client delivery goals.
• Drive digital workplace initiatives to enhance employee productivity and collaboration.
• Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements.
• Partner with global IT leaders to standardize tools, processes, and support models.

Operational Excellence

• Oversee daily operations of Service Desk, Desktop Support, and Support teams across different geographies and other onsite sites.
• Ensure 24x7 availability of IT support services, covering office-based and remote (WFH) users.
• Supervise incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira, ServiceDesk).
• Manage asset lifecycle processes — procurement, deployment, maintenance, and retirement — in line with audit and compliance standards.
• Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption.

Governance, Security & Compliance

• Enforce IT policies, security standards, and compliance with global client and internal audit requirements.
• Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.
• Maintain accurate documentation of processes, access controls, and incident resolutions for audit readiness.

People & Vendor Management

• Lead and mentor a diverse team of IT professionals supporting multiple business units and client accounts.
• Drive team engagement, performance reviews, and training programs to strengthen technical and soft skills.
• Manage vendor relationships for IT equipment, managed services, and third-party support providers.
• Forecast staffing and budget requirements based on projected client growth and new site expansions.

Innovation & Continuous Improvement

• Identify automation and self-service opportunities
• Regularly review user feedback and satisfaction scores to improve service experience.
• Evaluate new technologies to enhance remote support capabilities and endpoint management efficiency.

Skills and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline
• Minimum 8 - 10 years of IT experience with at least 2 Year Experience in a leadership role managing large-scale end-user support or IT operations within a BPO, shared services, or technology company.
• Proven experience managing 24x7 IT operations across multiple delivery sites.
• Strong understanding of ITIL practices, endpoint management systems (e.g., Intune, SCCM), and ITSM platforms (e.g., ServiceNow).
• Familiarity with hybrid work setups and remote support environments.
• Experience working with global clients or multinational stakeholders preferred.
• Certifications (Preferred): ITIL Foundation / Intermediate, PMP or equivalent project management certification, Microsoft, Cisco, or other relevant technical certifications
• Strong leadership and stakeholder management skills.
• Excellent communication and problem-solving abilities.
• Deep understanding of ITES / BPO operational models and client-driven SLA requirements.
• Strategic planning and budgeting expertise.
• Adaptability to dynamic, high-volume operational environments.